Director IT - Customer Experience

Reynolds American is evolving at a pace like no other organization.

To achieve the ambition we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be the change!

SENIORITY LEVEL: Senior Level

FUNCTION: IT

LOCATION: Winston Salem

ROLE POSITIONING AND OBJECTIVES

Reports to: Senior Director – DBS Customer Experience

Number of Direct Reports: 3

Core Relationships:Internal – Trade, Growth Management, Finance, Commercial DBS and Data & Analytics                        

                                        External - Various Technology/Software Partners and Vendors, Strategic Customer Accounts, Wholesale Accounts

Geographic Scope: Local

Travel Required: < 10%

WHAT YOU WILL BE ACCOUNTABLE FOR

• Act as a strategic partner and primary client engagement director to Trade Marketing as we continue to deploy fit for purpose technology to drive with automation for this functional area.
• Drive client engagement, solution design & delivery, and application support for Trade Marketing (TM) business solutions and analytic capabilities – to drive acceleration of revenue, profit, and share growth.
• Handle a budget of $6M to $10M in 2025 and lead a high-performing team of direct reports.
• Partner with cross-functional group of stakeholders from Trade, Growth Management, Finance, Commercial DBS and Data & Analytics on critical go-to-market processes.
• Serve as the lead on SalesForce platform licensing working with Global teams and monitoring license usage in Reynolds, making suggestions on how to better leverage the global agreement in place.
• Manage key technology partners, making sure they are delivering as per the SLA’s in place. 
• Influence executive decision makers through impactful storytelling and presentations.
• Establish technology to meet business objectives using a range of techniques such as eliciting & documenting requirements with stakeholders, conducting feasibility studies, usability requirements analysis and evaluation, writing user stories and participate in product testing.

CAN THIS BE YOUR FUTURE ROLE?

• Are you passionate about digital transformation, and excited about building new capabilities from the ground up to drive business growth?
• Are you a proven leader with a track record of solving commercial business problems through innovative technology solutions?

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• 7 to 10 years of IT solution delivery experience for commercial business areas.
• Ability to lead and develop a technical team of up to 5 direct reports.
• Outstanding budget and financial acumen with experience handling multi-million dollar budgets and engagements.
• Confirmed project management and Agile software development experience, with consistent track record of cross functional project leadership.
• Strong understanding of Reynolds Trade Marketing processes.
• Outstanding analytical skills, with innate ability to recognize patterns and make decisions in an environment of ambiguity.
• Strong vendor management and contract negotiation experience.
• Excellent interpersonal, communication, and collaboration skills.

BENEFICIAL

• Understanding of tobacco category commercial strategies, tactics, and business dynamics.
• Experience with the following enterprise technologies: AWS Cloud, Salesforce, PowerBI.  

WE ARE REYNOLDS AMERICAN—A member of the BRITISH AMERICAN TOBACCO GROUP

At Reynolds American, we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at REYNOLDS AMERICAN.

• Global Top Employer with 53,000 British American Tobacco employees across more than 180 markets
• Great Place to Work Certified
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in four strategic locations
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner
• Seal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Have you been on a career break for 18 months or longer? Are you ready to return to your career? If your answers to these questions is yes, we would love to hear from you. Regardless of why you took a break, we value you for all the skills you can bring to the workforce. Reignite your career, work flexibly, be part of a dynamic team and upskill yourself with on-the-job training and development support.

Collaboration, diversity and teamwork underpin everything we do here at Reynolds American. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!

SALARY AND BENEFITS OVERVIEW

Benefit Information

The following is a general summary of the competitive compensation and benefit plans we offer:

• 401(k) plan that offers opportunity to save on pre- and post-tax basis up to 50 percent of eligible compensation.
  • Company matches 100 percent of employee pre-tax/Roth (401k) contributions up to six percent
  • Company contributes an additional three percent to 401(k) whether employee participates or not
• Comprehensive health- and welfare-benefits package (including medical, dental, vision, and prescription drugs)
• Health Savings Account start-up contribution for employees who elect the high deductible health plan
• Flexible spending accounts for both Health Care and Dependent Care allowing employee to use pre-tax dollars to pay for qualified expenses during the calendar year
• Employee assistance program offering 8 free counselling sessions, per issue, each calendar year for employees and their dependents
• Company paid life insurance of 1x annual base pay ($50,000 minimum)
• Company paid accidental death or dismemberment insurance of 2x annual base pay ($50,000 minimum)
• Voluntary insurances offered at group rates: employee and dependent life insurance, AD&D insurance, critical illness, accident coverage, disability buy-up, and auto & home insurance
• Tuition reimbursement and student loan support
• Dependent Scholarship Programs
• Free confidential personal financial counselling service
• On-site health centers and 24/7 fitness centers at certain company locations
• A charitable giving matching grants program that enables employees to direct and double their donations to qualifying charitable organizations of their choice
• Health-care concierge service
• Volunteer service opportunities
• Extensive training opportunities
• Company vehicle for eligible employees
• Mobile phone allowance for eligible employees
• Paid Leave:
  • Sick and Personal Time (exempt employees may be excused with pay for brief absences; non-exempt employees receive up to 6 days)
  • Vacation (levels Below Senior Director receive 15 days (pro-rated during first year of service); Senior Director and Officers receive 25 days (pro-rated during first year of service)).
  • Holidays (Nine company recognized and two annual personal holidays to be used at the employee’s discretion)
  • Paid Parental Leave + temporary reduced work schedule opportunity
  • Funeral Leave
  • Short-Term Disability Leave
  • Long-Term Disability Leave
  • Jury Duty Leave
  • Military Leave
  • Released Time for Children’s Education
  • Community Outreach Leave
  • Other paid leave benefits, as required by state or local law

Our organization offers a level of challenge, responsibility, and creativity for motivated employees who want to grow their careers. We are also committed to employing a diverse workforce and valuing different perspectives, experiences, and talents to improve the company's potential for optimally achieving its business objectives!

Reynolds American Inc. and its affiliated companies is an Equal Opportunity. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law. Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly via email atTalentAcquisition@RJRT.com.